Hybrid Customer Operations Lead, Claims & Experience

Fetch Pet; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive Series A salary + equity

Hybrid Sydney office + flexible WFH

MacBook Pro setup

Team retreats

Office dogs and perks

Coffee, fruit and snacks

Job summary

Fetch seeks a Customer Operations Lead, Claims in Sydney (Hybrid) or Remote. Lead the team delivering pet treatment support and claims experience with care, speed and fairness. Build the system, coach teams, and partner with Product/Engineering to fix journeys and design effective human+AI workflows.

You’ll shape end-to-end journeys across vets and stakeholders, maintain high standards, and drive continuous improvement with strong operating discipline.

Qualifications

• Experience in a fast-paced, digital, customer-facing environment with high-volume and high-trust.
• Proven track record delivering excellent customer outcomes (CSAT/NPS).
• Strong people leadership with coaching and performance conversations.
• Excellent judgement and empathy in emotional or ambiguous situations.
• Systems mindset focused on improving the machine and processes.
• Comfort working cross-functionally with Product and Engineering (Risk/Compliance awareness).
• Experience improving customer journeys via root-cause analysis and fixes.
• Strong written communication; able to set standards with playbooks.

Responsibilities

• Lead and coach a high-performing Customer Ops team with clear expectations.
• Own daily operations: queue health, turnaround times, capacity planning, service levels.
• Build the operating system: dashboards, playbooks, training, escalation paths.
• Design end-to-end journeys across humans, AI, and partners with clear handoffs.
• Collaborate with Product, Engineering, and Risk/Compliance to drive improvements.

Skills

Fast-paced environment

Customer outcomes

People leadership

Judgement and empathy

Systems mindset

Cross-functional collaboration

Risk/Compliance awareness

Root-cause analysis

Product/process fixes

Written communication

Job description

Fetch seeks a Customer Operations Lead, Claims in Sydney (Hybrid) or Remote. Lead the team delivering pet treatment support and claims experience with care, speed and fairness. Build the system, coach teams, and partner with Product/Engineering to fix journeys and design effective human+AI workflows.

You’ll shape end-to-end journeys across vets and stakeholders, maintain high standards, and drive continuous improvement with strong operating discipline.